Customer Success Manager

Itron, Inc.•Chicago, IL

11d•$96,000 - $180,000•Hybrid

About The Position

The Customer Success Manager nurtures, guides, and grows relationships across a portfolio of utility customers and their contractor networks. The role brings Utilities and Energy technology solutions to life for customers, ensuring they feel supported, heard, and equipped to achieve meaningful business outcomes. As a trusted, customer-centric partner throughout the customer journey, the CSM helps customers realize and exceed the value drivers and KPIs established across their lifecycle. The position collaborates across teams and models an authentic, accountable, agile, collaborative, and innovative approach focused on long-term customer success and shared impact. The role reports to the Director of Customer Success. It is a typical office job with no special physical requirements or unusual work environment. The position offers a hybrid work schedule and a competitive benefit package. The base salary is $96,000–$180,000 annually, and the position is eligible for an annual bonus program.

Requirements

At least 5 years of experience supporting large enterprise customers in Customer Success, Account Management, or a related customer-facing role.
Strong understanding of SaaS and Customer Success practices, including lifecycle management, adoption, renewals, customer health, and value realization.
Proven experience partnering with executive-level stakeholders and guiding complex initiatives.
Strategic and analytical problem-solving skills, including evaluating multiple perspectives, adapting to changing priorities, and translating insights into action.
Excellent communication and interpersonal skills, including listening, building trust, and adapting communication for diverse audiences.
Experience in Utilities, Energy, infrastructure, or a related industry, with an understanding of complex customer environments.
Ability to work independently and collaboratively across functions, share information openly, seek input, and take accountability for outcomes.
Genuine curiosity, integrity, and a customer-centric mindset, with commitment to being authentic, accountable, agile, collaborative, and innovative.
Bachelor’s degree in a related field or equivalent experience.

Nice To Haves

Experience supporting customers in Utilities, Energy, or field operations, particularly in complex or regulated environments.
Familiarity with field operations technology, digital construction management, or data-driven operational workflows used by utilities and contractor networks.
Experience supporting global or highly matrixed organizations and coordinating across functional areas and time zones.
Experience with technical platforms or products in a fast-paced technology environment, partnering with Product and Engineering teams.
Ability to influence without direct authority, build consensus, and bring stakeholders together to advance shared customer outcomes.

Responsibilities

Manage and grow a portfolio of enterprise utility customers, supporting adoption, renewals, measurable value realization, and sustainable growth.
Navigate complex, matrixed organizations to identify stakeholders, understand business priorities, and deepen customer engagement and commitment.
Co-create Success & Engagement Plans aligned to customers’ goals, priorities, constraints, and agreed-upon success measures.
Lead customer engagements, including Quarterly Business Reviews, best-practice workshops, executive briefings, and regular check-ins.
Proactively identify and address risks to adoption, renewals, relationships, and customer outcomes, engaging internal partners early.
Serve as a trusted primary customer contact and escalation path, communicating transparently and driving issues toward resolution.
Monitor customer health and value realization using product usage, satisfaction metrics, feedback, and NPS results, and translate insights into actionable next steps.
Provide regular account updates to internal stakeholders to create transparency, alignment, and shared accountability across teams.
Champion the voice of the customer across Development, Product Management, Professional Services, Sales, Marketing, and Support.
Lead remote and in-person customer meetings to understand evolving business requirements and identify opportunities to expand value, adoption, and growth.
Contribute to onboarding, education, and enablement materials for customers and internal teams.
Model Itron’s stated values in building relationships, solving problems, and delivering results.